Guest Service Manager: Lead Multidepartment Excellence

Kew Green Hotels; Clifton; Sur place; GBP 38 000 - 46 000; Plein temps

Avantages offerts par ce poste

Hotel discounts

Retail discounts

Gym and leisure access

Wellbeing support

Career development

Apprenticeships funded

Résumé du poste

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will drive service excellence, coach staff, and ensure seamless guest experiences while managing costs and KPIs. Training will prepare you to progress toward Operations or Hotel Manager roles.

You’ll mentor a diverse team, handle guest feedback, and collaborate with other departments to maintain impeccable standards and a guest-centric culture.

Qualifications

• Experience in a senior guest service role (eg. Front Office Manager/Supervisor, F&B Manager/Supervisor, M&E Manager/Supervisor, or Duty Manager).
• Strong understanding of hotel guest service KPIs including guest satisfaction, loyalty recognition, lead generation, beverage GP and problem handling.
• Strong leadership and communication skills. You inspire and motivate, but aren't afraid of tough conversations when needed.

Responsabilités

• Lead, coach, and inspire a multiskilled Guest Service team across Front Office, Food & Beverage, and Meetings & Events.
• Drive service excellence across every guest interaction, from check in to dining.
• Handle guest feedback and resolve issues quickly, turning challenges into positive outcomes.
• Ensure compliance with safety, security, and operational standards across the hotel.
• Monitor performance against KPIs, driving sales opportunities while effectively managing costs and resources.
• Take accountability for a guest service function and KPIs, as set out by the Hotel Manager.
• Partner with other hotel departments to keep operations running smoothly and deliver seamless guest experiences.

Connaissances

Leadership

Guest service

KPIs

Communication

Description du poste

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will drive service excellence, coach staff, and ensure seamless guest experiences while managing costs and KPIs. Training will prepare you to progress toward Operations or Hotel Manager roles.

You’ll mentor a diverse team, handle guest feedback, and collaborate with other departments to maintain impeccable standards and a guest-centric culture.